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How to Fix Microsoft or Google Authenticator Not Working
Applies to: Microsoft Authenticator, Google Authenticator (iOS & Android)
Article Type: Troubleshooting
Last Updated: 2026-07-10
Summary
When your authenticator app breaks, you are completely locked out of your work email, VPN, and files. This usually happens when the time on your phone is slightly out of sync, or when the app's push notifications are blocked. This guide shows you how to get your codes working again without having to call the IT Helpdesk.
Symptoms
- You type in the 6-digit code, but the website says "Invalid Code"
- You don't receive the "Approve / Deny" pop-up on your phone when logging in
- The authenticator app is blank or missing your company account
Prerequisites
- You must have your phone with the Authenticator app installed
Instructions
1. Fix "Invalid Code" Errors (Time Sync Issue)
Authenticator codes are generated based on the exact time. If your phone's internal clock is even one minute off from the global time servers, every code it generates will be rejected.
For Google Authenticator:
- Open the Google Authenticator app.
- Tap the three dots (menu) in the top right corner.
- Tap Settings > Time correction for codes.
- Tap Sync now. It will confirm the time has been synced, and your codes will work immediately.
For Microsoft Authenticator (and general phone time): Microsoft relies on your phone's system clock. You must force the phone to check the network time.
- iPhone: Go to Settings > General > Date & Time. Turn Set Automatically OFF, wait 10 seconds, then turn it back ON.
- Android: Go to Settings > System > Date and time. Turn Set time automatically OFF, wait 10 seconds, then turn it back ON.
2. Fix Missing Push Notifications (The "Approve/Deny" Pop-up)
If you are trying to log in and the website says "We sent a notification to your mobile device," but your phone never buzzes, the app is asleep or notifications are blocked.
- Force open the app: Don't wait for the notification to pop up on your lock screen. open the Authenticator app yourself. Often, the approval prompt is sitting right there waiting for you.
- Check Notification Settings (iPhone): Go to Settings > Notifications > Authenticator. Ensure Allow Notifications is turned on.
- Check Notification Settings (Android): Go to Settings > Apps > Authenticator > Notifications. Ensure they are enabled.
- Disable Battery Saver: If your phone is in "Low Power Mode" or "Battery Saver Mode," it stops apps from fetching data in the background. Turn off battery saver and try logging in again.
3. "My Account Disappeared" or "I Got a New Phone"
If you open the Authenticator app and it is completely blank, or you transferred all your apps to a new phone, your codes are gone.
For extreme security reasons, Authenticator apps tie themselves to the physical hardware of the phone. When you get a new phone, the app transfers over, but the security tokens do not.
The Fix: You cannot fix this on your phone. You must register the new phone.
- If you still have the old phone, go to your company's security portal (e.g.,
mysignins.microsoft.com) and register the new phone. - If you traded in or lost the old phone, you must call your IT Helpdesk. Tell them: "I got a new phone and need my MFA (Multi-Factor Authentication) reset." They will wipe the old phone from the system and let you register the new one.
Troubleshooting
| Symptom / Error | Potential Cause | Solution |
|---|---|---|
| App requires a PIN/FaceID every time it opens | App Lock feature | This is a security feature to prevent snooping. You can usually toggle it off in the Authenticator app's internal Settings menu |
| "Notification couldn't be delivered" on PC screen | No internet on phone | Your phone must have a cellular or Wi-Fi connection to receive the push notification |